Director of Customer Strategy & Planning, AI-Driven Ops

Salesforce; Seattle (WA); On-site; USD 164,000 - 262,000; Full time

Job summary

Salesforce is seeking a Customer Strategy & Planning Director to join the Operations organization in Seattle. You will lead annual, quarterly, and long-range planning for Customer Success, partner with executive leadership, and shape the value motion including FDE.

You’ll drive AI-enabled strategies to scale customer outcomes, and ensure alignment with Sales and GTM initiatives in a complex, matrixed environment.

Qualifications

• 10+ years of experience in Strategy & Operations, Sales/GTM Strategy & Operations, Business Planning, Customer Strategy, or related strategic operating role.
• Salesforce experience required, with deep understanding of Salesforce's business and cross-functional environment.
• Demonstrated success operating within large, matrixed organizations and influencing across functions without direct authority.
• Deep understanding of enterprise Sales and GTM motions, including segmentation, pipeline, forecasting, and pre/post-sales engagement.
• Significant experience leading strategic planning for complex business units, including prioritization and resource decisions.
• Ability to translate strategy into clear priorities, operating plans, and measurable outcomes.
• Experience designing and scaling business processes or operating models.
• Strong strategic and systems thinking; ability to bring structure to ambiguity.
• Proven ability to partner with senior executives across Sales, Customer Success, Product, Engineering and others.
• Experience with Customer Success, professional services, FDE, or high-touch models is preferred.
• Demonstrated experience leveraging enterprise AI/ML solutions or predictive analytics to optimize operations.

Responsibilities

• Lead Customer Strategic Planning: own annual, quarterly, and long-range planning for Customer Success.
• Partner with Customer Leadership to translate decisions into actionable plans.
• Shape the Customer Value & FDE Motion: define and scale customer value initiatives and engagement models.
• Connect Customer Strategy to Sales/GTM: align strategy with pipeline and revenue objectives.
• Build Scalable Operating Models: design processes and cross-functional handoffs for scale.
• Drive Cross-Functional Alignment: collaborate with Sales, Product, Engineering, Finance, Data, and Operations.
• Anticipate & Solve for Scale: identify risks and develop scalable solutions.
• Drive Insights & Decision Support: establish metrics linking engagement to outcomes and leadership recommendations.
• Drive AI Strategy & Predictive Operations: leverage AI to automate workflows and optimize allocations.

Skills

Strategy & Operations

GTM Strategy & Operations

Executive communication

Cross-functional collaboration

Business planning

AI in customer success

Tools

Salesforce

AI/ML capabilities

Predictive analytics

Job description

Salesforce is seeking a Customer Strategy & Planning Director to join the Operations organization in Seattle. You will lead annual, quarterly, and long-range planning for Customer Success, partner with executive leadership, and shape the value motion including FDE.

You’ll drive AI-enabled strategies to scale customer outcomes, and ensure alignment with Sales and GTM initiatives in a complex, matrixed environment.